Director of Room Operations
: Job Details :

Salary Range $76,000- $90,000 plus bonus eligibleThis is an exempt position and will be paid on a salaried basis in accordance with state and federal law.Education and Experience* 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR* 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.CORE WORK ACTIVITIES* Managing Profitability* Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.* Analyzes service issues and identifies trends.* Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.* Works with Rooms management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.Managing Revenue Goals* Monitors Rooms operations sales performance against budget.* Reviews reports and financial statements to determine Rooms operations performance against budget.* Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.* Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.Leading Operations and Department Teams.* Champions the brand's service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.* Develops systems to enable employees to understand guest satisfaction results.* Communicates a clear and consistent message regarding departmental goals to produce desired results.Managing the Guest Experience* Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.* Responds to and handles guest problems and complaints.* Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.* Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.Managing and Conducting Human Resources Activities* Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.* Ensures employees are treated fairly and equitably.* Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).* Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.* Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.* Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.* Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.* Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.* Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.* Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.#LI-MM1Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.